Macros & Saved Responses

Macros & Saved Responses are Q&A-shaped templates your team and the AI can use to answer common customer questions consistently, with optional follow-up actions attached. An agent can insert one into the composer, or a workflow can run one automatically.

Set them up at Settings → Macros & Saved Responses.

At a glance

How it works

A saved response is built around a question, not just a block of text. You give it one or more customer questions - the different phrasings a customer might use to ask the same thing - so Sift's AI can recognize the question and suggest the matching answer even when the wording doesn't match exactly. The answer itself can include dynamic placeholders that fill in automatically from the conversation (the customer's name, email, your brand name, the platform they wrote in), so the same response reads as personalized instead of canned.

When an agent picks one, its answer is added to the composer where they can edit it before sending - it's a starting point, not a locked script. Responses can be shared with the whole org or kept personal to the creator, and changes take effect immediately for everyone with access. Because a saved response is also a runnable workflow type, a workflow can apply one automatically when its conditions match.

Using a saved response

• In the message composer, press the V shortcut or click the icon to open the picker
• Type a few characters to search by the question or answer text
• Select one and its answer is added to the composer as editable text, with placeholders already filled in from the conversation. If you already have a draft, it's appended below it
• Edit the text as needed, then send

Creating a saved response

• Customer questions: add every phrasing a customer might use to ask this - each variant is searchable, so the more you add the more reliably the AI (and the picker's search) recognizes it.
• Answer: the response itself, with placeholder chips ({{username}}, {{name}}, {{first_name}}, {{email}}, {{brand}}, {{platform}}) you can insert anywhere in the text.
• Advanced: follow-up actions (optional): actions that run on the case automatically when this saved response is used - for example, applying a tag or changing status.
• Choose Personal (only you) or Shared (the whole org) when you create it.

Managing saved responses

Manage them at Settings → Macros & Saved Responses.

• Use the search box to find one by its question or answer text, switch between All, Shared, and Personal, and sort by recently created, A to Z, or oldest first
• Any team member with settings access can create, edit, or delete saved responses, and changes apply instantly for all agents who can see them

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